BankOnBuffalo, ITM Agent

CNB Financial Corporation•Town of Clarence, NY

7d•$20 - $30•Onsite

About The Position

An ITM Agent is responsible for providing exceptional customer service and support to clients through ITMs, contact center emails, and online/mobile banking messages for CNB’s Family of Banks. This includes assisting with transactions, troubleshooting issues, and answering inquiries. Additional responsibilities may be assigned in the position.

Requirements

High school diploma or general education degree (GED) is required.
Related ITM and contact center experience.
Ability to read, comprehend, and interpret documents.
Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization.
Ability to communicate with clients directly and effectively.
Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use.
Prior experience or the ability to learn core transaction system, including eBanking, ITM software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to solve challenging problems involving several variables in a standardized situation.

Nice To Haves

ITM Agent II: Consistently demonstrates “good” and/or “very good” on performance appraisal ratings.
ITM Agent II: Supports ITM Agent I coworkers with on-demand, real-time support post-training and ongoing expertise, daily, in the absence of a Senior ITM Agent or the ITM Manager.
Senior ITM Agent: Takes the lead and manages more complex client interactions, e.g., fraud cases and escalated client interactions.
Senior ITM Agent: Consistently demonstrate being solutions-oriented and all ten Core Values daily.
Senior ITM Agent: Is a strong source of knowledge for ongoing changes to policies & procedures.

Responsibilities

Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
Accurately assist clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an ITM, contact center emails, and online/mobile messages.
Diagnose and provide support in solving technical problems clients may encounter with ITMs, email, or online/mobile banking platforms.
Ensure each interaction is positive and personalized, making clients feel valued and understood.
Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.
Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Benefits

Medical, Dental, Vision & Life Insurance
401K with company match
Paid Time Off & Recognized Holidays
Leave policies
Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
Employee Assistance Program
Employee Health & Wellness Program
Special Loan and Deposit Rates
Gradifi Student Loan Paydown Plan
Rewards & Recognition Programs and much more!